Shopper Risk Operations Team Lead

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the day-to-day functions of the Shopper Risk Operations team.

• Supervise daily shopper risk and fraud prevention activities while managing team performance.

• Evaluate and monitor the performance of the team and individual team members.

• Ensure compliance with departmental processes and company policies to achieve performance targets.

• Analyze data to inform Risk Operations management about emerging fraud patterns, dubious merchants, product features, and procedures that could result in disputes and chargebacks.

• Identify and suggest process enhancements and product improvements to boost productivity and chargeback success rates while ensuring high quality standards are maintained.

• Keep appropriate staffing levels to guarantee that chargebacks are processed prior to response deadlines.

• Provide recommendations on staffing based on the volume and complexity of incoming escalations.

• Mentor and guide team members by offering training resources and support for career growth.

• Assess trends and provide insights to management; pinpoint areas for process and product enhancements and offer recommendations.

⛳️ Requirements

• At least two years of management experience or relevant experience leading an operations team in e-commerce or banking.

• Bachelor’s degree from an accredited academic institution.

• Proficient in word processing and spreadsheet applications, including Google Suite or Microsoft Office.

• Ability to maintain the confidentiality of personally identifiable information (PII) present in documentation and systems used.

• Experience in data analysis and comfort in making significant decisions in a fast-paced and sometimes uncertain environment.

• Strong attention to detail and capability to handle multiple tasks simultaneously.

• Exceptional problem-solving and analytical abilities.

• Strong business acumen and communication skills.

• Proven experience with Claude or similar large language model tools is essential; candidates must be adept at utilizing AI to improve productivity, research, and communication.

• Only English resumes will be considered due to the role's requirements.

• Preferred: Four years of experience in fraud prevention and/or chargeback processing.

• Preferred: Two years of management experience in fraud prevention and/or chargeback operations.

• Preferred: Familiarity with payment processing concepts and procedures.

• Preferred: Experience with chargeback or fraud case management software.

🏝️ Benefits

• Non-exempt/hourly position

• Opportunities for career advancement

• A dynamic, fast-paced work environment